Job Description
Join MetroConnect Solutions as a Local Customer Service Representative and become the heart of our community-focused operations! We're seeking passionate individuals to deliver exceptional service to Washington DC residents while building lasting relationships. This full-time role offers comprehensive benefits, career growth opportunities, and the chance to make a tangible impact in your neighborhood. Our modern downtown office features collaborative workspaces and a supportive team environment designed for professional success.
Responsibilities
- Handle inbound/outbound calls and digital inquiries from DC-area customers with empathy and efficiency
- Resolve billing, service, and account issues using CRM systems while maintaining SLA standards
- Document all interactions accurately in Salesforce and maintain detailed case notes
- Collaborate with local teams to implement community-specific service improvements
- Participate in quarterly training sessions to master new technologies and service protocols
- Identify upsell opportunities for local service packages based on customer needs
- Contribute to customer satisfaction surveys with a target of 95%+ positive ratings
Qualifications
- High school diploma or equivalent; associate's degree preferred
- 1+ years of customer service experience in local government, utilities, or community services
- Proficiency with CRM platforms (Salesforce, Zendesk) and MS Office Suite
- Exceptional communication skills with clear DC-area dialect awareness
- Ability to work flexible shifts including evenings/weekends during peak seasons
- Valid driver's license for occasional off-site community events
- Bilingual English/Spanish proficiency required
- Pass background check and drug screening